by Steve Short | Dec 12, 2025 | Frictionless Innkeeper Podcasts
For many innkeepers, managing day-to-day operations can be overwhelming, but the right technology can make all the difference.
Gideon Stanley, CEO and Founder of GraceSoft, discusses how his company’s cloud-based tools help streamline property management for hotels, B&Bs, motels, resorts, and more. He also highlights GraceSoft’s new CRM solution, which brings powerful tools like two-way messaging, loyalty tracking, email marketing, and guest profiles into one system connected to the PMS.
We are very thankful to Gideon for sharing his insights. You can learn more at gracesoft.com.
by Diann Turner | Dec 12, 2025 | Frictionless Guest App Posts, Frictionless Tips
Getting a guest through your doors once is great—but getting them to return is where the real value lies. Repeat guests cost significantly less to acquire, tend to spend more during each stay, and are among your most powerful marketers, often recommending your property to friends and family.
But loyalty doesn’t happen by accident. Guests return when they feel valued, remembered, and excited to experience something new. Their needs evolve—your offerings should evolve with them. And just as importantly, you must stay top-of-mind long after checkout.
If your property’s experience hasn’t changed in years, returning may not feel compelling. The good news: there are simple, strategic ways to create meaningful loyalty and stand out from the competition.
Here are three proven tactics—and real examples—to inspire your strategy:
1. Offer Loyalty Perks That Feel Personal & Valuable
A loyalty perk doesn’t have to be a punch-card program. The most effective perks make a guest feel like an insider.
Examples:
- “Welcome Back” Rate: A returning guest automatically receives 10% off their next stay when booked directly through your website.
- Anniversary Freebie: If they visited in June last year, send an exclusive email in May: “Celebrate Your Travel Anniversary— Enjoy a Complimentary Room Upgrade.”
- Repeat Guest Treat: On their second stay, include a favorite beverage you learned from their first stay or a handwritten card referencing their previous trip.
These small touches create emotional connection—and emotional connection drives return visits.
2. Introduce Limited-Time Local Experiences
Guests love experiences they can’t get anywhere else. Offering limited-time or seasonal activities not only keeps stays fresh but also gives guests a reason to return at a specific time.
Examples:
- “Fall Color Weekend Package”: Partner with a local guide for a foliage hike, cider tasting, or photography walk.
- “Local Maker Pop-Up”: Feature a local artist or chocolatier for one weekend only—guests may return to catch the next pop-up.
- “Winter Cozy Evening Series”: Offer a nightly fireside hot chocolate bar or a guided stargazing session available only during certain months.
When experiences change with the season, guests feel like they’re missing out if they don’t come back.
3. Delight Guests with Thoughtful Surprises
Unexpected moments of delight are unforgettable—and often retold. Surprises don’t need to be costly; they simply need to feel thoughtful.
Examples:
- Pre-Arrival Surprise: Send a text or email allowing them to choose a small, complimentary welcome gift (local snack, beverage, or handmade soap).
- In-Room Surprise: If they mentioned celebrating a birthday, place a small dessert and a note in the room.
- Checkout Surprise: Offer a small locally made takeaway item such as a jam sample or a bookmark with a “See You Next Time” message.
These moments deepen emotional goodwill and make your property feel more like a relationship than a transaction.
Keep Evolving—And Keep the Relationship Alive
The key to repeat stays is ongoing connection. Stay visible with post-stay emails, personalized offers, and occasional updates about new experiences. When guests see that your property is continually improving and thinking of them, they feel pulled back—not pushed.
A guest may come once out of curiosity. They return because of how you made them feel.
by Diann Turner | Nov 7, 2025 | Frictionless Guest App Posts, Frictionless Tips
Today’s travelers are redefining what luxury means — and it’s not all about thread counts or marble bathrooms. Increasingly, guests crave wellness experiences that help them relax, recharge, and reconnect. For small lodging properties, this is good news: you don’t need a sprawling spa or million-dollar renovation to tap into the wellness trend. A few thoughtful touches can make your property a restorative retreat.
1.Create a Space for Digital Detox
In an always-on world, travelers are craving opportunities to disconnect. Consider designating a “tech-free zone” — a cozy reading nook, screened porch, or garden spot where guests are encouraged to unplug. Even a small reminder card in guest rooms that invites them to “take a tech break” can reinforce your commitment to mindfulness and balance.
2. Offer Mindfulness Gardens or Nature Paths
If your property has outdoor space, highlight it as part of the guest wellness experience. A quiet walking path, a few strategically placed benches, or a small meditation garden can become a signature amenity. Emphasize the sights, sounds, and scents of nature — these sensory experiences are powerful stress relievers.
3. Partner with Local Wellness Providers
You don’t need in-house staff to offer wellness experiences. Partner with local yoga instructors, massage therapists, or meditation teachers who can host small sessions on-site or nearby. You’ll support local businesses while adding value for guests. Bonus: wellness professionals often have their own loyal following, bringing you new potential guests through word of mouth.
4. Elevate Breakfast with a Healthy Twist
Small changes to your breakfast menu can have a big impact. Offer locally sourced fruits, whole grains, and plant-based options alongside traditional fare. Labeling items as “energy-boosting” or “anti-inflammatory” can add an appealing wellness flair without overhauling your offerings.
5. Encourage Rest and Restoration
Luxury today is about how guests feel, not just what they see. Stock rooms with aromatherapy diffusers, herbal teas, or soothing playlists. Promote early check-ins or late check-outs so guests can fully unwind. Even something as simple as blackout curtains and high-quality mattresses can signal that rest is a top priority.
The Takeaway
Wellness travel isn’t a passing trend — it’s a long-term shift in how people choose where and how they stay. By weaving small but intentional wellness elements into your property, you’ll not only attract this growing segment of travelers but also enhance your reputation for offering meaningful, rejuvenating stays.
Because in today’s world, wellness is the new luxury.
by Steve Short | Nov 7, 2025 | Frictionless Innkeeper Podcasts
Even the smallest touches can make a big impact when it comes to guest satisfaction.
Based on their 2025 ALP Conference presentation, Peter MacLaren — owner and operator of West Hill House B&B in Warren, Vermont — and Rachel Paley — general manager at Saratoga Arms Hotel in Saratoga Springs, New York — share simple, high-impact ways innkeepers can go above and beyond for their guests.
We are very thankful to Peter and Rachel for sharing their insights with us. You can learn more about West Hill House B&B at westhillbb.com and Saratoga Arms Hotel at saratogaarms.com.
by Steve Short | Oct 10, 2025 | Frictionless Innkeeper Podcasts
Online reviews can make or break a guest’s decision to book, and how you manage them matters more than ever.
Marco DiDomizio, Broker and Consultant with Inn Advisors, and Dan Clark, owner of the Inn of the Turquoise Bear, share how innkeepers can turn reviews into a powerful marketing tool to build their brands and increase bookings.
Drawing from their 2025 ALP Conference presentation, they offer smart tips on earning better reviews, managing negative feedback, and focusing on the platforms that matter most.
We are very thankful to Marco and Dan for sharing their insights with us. You can learn more about Inn Advisors at innadvisors.com and the Inn of the Turquoise Bear at turquoisebear.com.
